Office Hours: Automations, Site Messaging and Becoming a Certified Consultant

Recording of Office Hours hosted by Chris Davis on February 6, 2018.

Topics covered in this session:

  • How to set up a birthday reminder automation
  • How to configure site messaging
  • How to become a certified consultant


Chris Davis: All right. I do have a few questions, a couple. I shouldn’t say a few. I’ve got a couple in email. Let me pull the email up here. I’m just answering these in the order in which I received them … and who’s online, actually. Is Paul on? Paul’s not online. Paul is. Let me start with yours. All right. Here we go. [00:00:30] Byron has a question. Here’s Paul’s question, everybody. Whoa, what is going on with my typing? All right.

Paul says, “Can you please share how to create a reminder for a birthday?” All right, example is, “I get the customer’s day and month of birthday. How can my stuff get two weeks before notification and one week notification with a coupon for the customer?” [00:01:00] Great question, and Paul, I’m so glad you asked this ’cause it gives me opportunity to build an automation, which I haven’t been doing much lately. This is great for me.

The first thing you’ll most definitely need is … you need a date. You’ll need a date field. I wonder if I have one called birthday … [00:01:30] Oh, I do. I do. I have birthday. I have a date field, and if you don’t know how to create a date field, you go to New Custom Fields, and make sure it’s date. That’s the first thing. It will not work if you do not have a date field and have the date of their birthday in that field.

Now that we have that, check this out. We can go to automations, [00:02:00] and we’ll just start from scratch here, and watch this start trigger I’m gonna use. The start trigger I’m gonna use is date based. Hit Continue. What I wanna do is select my birthday, the birthday field, which I … There it is. This automation is gonna run … What did you say? You want it to run two weeks and one week, so we’ll say [00:02:30] two … Whoa, whoa, whoa. Two weeks … before the contact’s birthday. See that? When do I wanna check? I wanna check every day around 3:00 a.m. I like to use 3:00 a.m. ’cause that’s a time that’s safe … There’s not much going on at 3:00 a.m. Every day at 3:00 a.m., this automation is gonna say, “Hey is it two weeks before [00:03:00] their birthday? Is it two weeks? Is it two weeks?” Right when it’s two weeks before their birthday, it’s gonna trigger.

The next thing we wanna do is we wanna use this first option, when it says when the month and day match, this means birthdays, annual contracts, this means that this automation is only gonna run once a year. It’s gonna look for this case, once this case is true, it’s gonna do the same thing next year, so it’ll run annually. If we wanted it to run multiple times, [00:03:30] we would set it here, but for your specific case, look, it even says birthdays here, so now we can click Add Start. Then we’ll just do this … I’ll just do … I know this is not exactly it, but Save and Exit. Rename [00:04:00] this Paul Birthday Reminder 2 Weeks … Okay. There we go.

Essentially, now … What you could do is this is gonna fire 12:00 a.m. or whatnot, so we want to … Let’s do a wait … You can [00:04:30] determine when you want it to go off, so for this one, I’ll just do current time is in the morning. I wanna send it bright and early in the morning. All right, save it. Wait until it’s 8:00 a.m. and then send them the two week.

Then you would do this same thing, so you’d have two automations, one for the two weeks, and then one for the one week. Now, somebody could [00:05:00] say right now, “Well, Chris, since this is two weeks, why not have this sent and then go here and do wait for seven days … ’cause if I wait for seven days, then it can send off the next email that would be one week.” That’s fine. That’s fine, but I just found that if you split them up, it just allows you more control for when something’s going out. [00:05:30] This would most definitely work too, if I wanted to do seven days and do send an email and create new, and I could do Paul One Week Reminder … Oh, I’ll say coupon offer, keep it consistent.

Why am I saying that you’ll have more flexibility? Because there may be a time … I’m always trying to think forward. [00:06:00] What if there was a time where someone said, “Hey, I never received my offer, my coupon,” we’ll say. “I never received the coupon. I went into your store, I talked to support, and they said I should be receiving a coupon for my birthday.” Guess what? If this is in a separate automation, then all you have to do is go to the contact record and add them to the automation, and it will fire off the [00:06:30] email for you. I say, “Oh, you didn’t receive it? I’m so sorry. Let me check the records. Oh, you know what? It shoulda went out. Can I get your email?” Or whatever, and you look them up, say, “You know what? I’m sending this to you right now.”

Oh, it’s not on. I don’t have my automations set to active, so I can’t add him to it, but essentially, what I would’ve done is just clicked here and clicked OK. Then from there, they would’ve been added [00:07:00] to the automation and sent the email, but if both the emails are in the same automation, that’s practically impossible. You’d have to do some tricky stuff there. That’s why I would recommend … this is one automation and instead of waiting for seven days … having another one configured to where it says one week, instead of two, and then they both will fire at the right time, and if [00:07:30] at any point you need to resend one, you can just add them to the automation, and the email will automatically go out. I’m gonna delete this ’cause I don’t want you to use it this way. Here we go.

Here, Paul, let me share this with you, so you can at least see how the start trigger is configured.

There we go. [00:08:00] I’m gonna put it in the chat. One or two week birthday day reminder. There it is. All right. Paul says, “I can also use goals with the condition seven days or less to birthday custom field, right?” You could do that if they were already in an automation. [00:08:30] I wouldn’t use a goal for a start trigger. You can’t use a goal for a start trigger. They’d have to be in another automation to achieve that goal … Paul, if they were already in an automation, like maybe you captured their information and you delivered it via email, and then you had a goal right below that that said, “Wait until two weeks before [00:09:00] their birthday,” you could definitely do that, and then they would just get that two weeks before. You could have it all at one automation. I’ve just found doing it this way is a little easier and cleaner to keep track.

Because if I go here to Paul, and I say something like this, I’ll say birthday reminders, if I call it birthday reminders and then grab [00:09:30] yours and put it there, now I can easily see all my reminders here as labels. Yup. The reason why I’m saying this, Paul, is it just gives me a level of what I’m calling quick visibility, where if it’s embedded into an automation, then I have to click on the automation and actually go in it to see where people are at, or like I said, if I wanted to just send the two week reminder, it’d be kinda tough [00:10:00] with the goals. This is exactly how I recommend doing it. Like I said, create a label just to make it easier, and you could track if you wanna do one week, two weeks, one month.

Even if you wanted to go after the birthday, you could do a 30 day after the birthday follow up and just say, “Hey, I just wanted to make sure that you got your coupon. I see it’s been 30 days, and I haven’t seen the code come in. Is there anything I can do?” That email could fire [00:10:30] off if it’s been 30 days after the birthday reminder was sent, and they haven’t used the coupon or purchased the product. There are so many ways that you could automate around the birthday, which by the way, everybody, sending out communication around someone’s birthday is one of the best ways to ensure your email will get opened.

There’s not too many people that I know that don’t like to receive stuff on their birthday, so when a company … Me, I normally am not a person to [00:11:00] get advertisements in my email. I kinda shy away from it and create filters ’cause I don’t want all of that, but around my birthday, I found myself being a bit more lenient. Especially if they do it a couple weeks before my birthday, and they’re sending me a coupon, the chances that I use it are tremendously high. I know that to be true for other people. It’s basic human psychology, too. We all like getting gifts. That’s just what it is. [00:11:30] All right.

Then, Paul had one followup that I wanted to address. Remember, everybody, you can ask your questions at any time … Oops, what was that? Didn’t I copy it? Try it again … You can ask your question at any time … Oh, why is it doing that? All right. I’ll just type it in. He says, “Can you share some use cases of Site [00:12:00] Messaging?” Yeah, I’ll give you … Let me see. Let me first show you all what Paul’s talking about when we say site messaging … just so you understand how to create one. Start without a trigger, and then we’re gonna send a site message. Create one.

[00:12:30] Okay, this is how you create a site message … Here it is. Now, I can place my text here. I can decide what I want my avatar to look like. This is the initial message. It’s either gonna slide in or fade in, and this is kind of like … Think of it twofold. Think of the initial message as kind of an email, where you can see the from [00:13:00] and just the subject line, but to see the rest, you have to click on it. That’s what initial message and detail message is. This is what they see after you clicked on it. This is what they see position in the bottom right. I can go and select where I want my site messaging to appear. Globally, you set that. If you hit this gear, it will take you there.

Now, I can also determine which [00:13:30] type of layout I want. This layout is more so just like an email. You have your subject line and then your brief description here that they can see. Now … Let me change from Attention to Custom … I can use me. Do I have me? Yes, great. I can use me to display here or somebody else on my team. Since I’m displayed here, I could just do this. The message headline could be something [00:14:00] like … For you, Paul, I could easily do this and say, “Happy Birthday” because right where we have that start trigger, that waits two weeks before their birthday, and then they enter, instead of sending an email, I could do this … What’s nice about site messaging is that you can personalize it. First name. [00:14:30] You have a … Nope. Here. This is free for you on your birthday. Put a little mystery in there.

Imagine if you go to somebody’s website, now this is the difference, remember this is the difference between using the chat app or some other onsite messaging, you can’t merge data in there. Imagine, Paul, if someone went to your website [00:15:00] any time before their birthday, and it says, “Happy birthday. This is free for you on your birthday,” they’re like, “Hey.” It’s, “Hey Chris, this is free for you on your birthday,” very personalized. Now, I click the message, and this comes up. I could say Birthday Offer. Then I could write some text. For your birthday [00:15:30] only, receive 20% off your next purchase in our store. Happy birthday. Then I can go here to the button and say Claim Birthday Bonus, call it a bonus. It’ll call it a birthday bonus. [00:16:00] I don’t know why that’s funny to me. Trying to find a green that’s decent. That’s fine. Then, here, we could put [inaudible 00:16:11] … Alright, it opens in a new window. There it is.

Knowing how to set up site messages, [00:16:30] we can now talk about a couple use cases. One is just that. Send a reminder. When you send an email, you can couple up with the site message, because there’s two primary ways people are gonna engage. They’re gonna engage with your email, or they’re gonna engage with your website. If they’re not engaging with your email, but they’re engaging on your website, that’s the perfect use case for you to use a site message instead of email. Now, don’t get me wrong, when they [00:17:00] go to the detail view, and they claim their bonus, they’re probably gonna be receiving it by email or something, or even if they take it and they purchase, they’ll get email again, so they’ll come back to the email, but this provides a … One use case is if someone has stopped engaging in email, but they’re still engaging on your website. That’s one, and if that’s the case, you can send the appropriate messaging there.

You could also use site messaging for events that are coming up. [00:17:30] Especially if you’ve got a lot of daily traffic, you can use a site message to display, “Hey, would love to meet you,” or, “Would love for you to come to the next event.” Remember, site messaging is specific to people who are on your list, so even if you have the site message up … This is a difference here between chat applications and everything: if someone comes to your website, and they’re not on your list, they’re not in your ActiveCampaign [00:18:00] database, they won’t see the site message. This is only for people in your ActiveCampaign account, so you can personalize the messaging to them on the website. You can do things, like I said, updates or introductions to events. You can tell them about new products. Remember, the site messages trigger from an automation, so there’s some logic beforehand, some segmentation that you can do prior [00:18:30] to and say, “Hey, haven’t seen you in a while.” That’s a good site message for someone who hasn’t purchased in the last 30 days. “Hey, it’s been a while.”

Then, lastly, site messaging could be used to let people know you’re even doing a rebrand. You could put it up and say, “Excuse my dust,” first name, “I’m currently redesigning the website. Here’s why …” then they click that, [00:19:00] and then they can go and have a brief blurb. Say, “Hey, if you’d like to know more about my process in creating a new website, click here,” and then click there, and then take them to a specific page that shows exactly why you’re rebranding and whatnot. Site messaging is good to navigate people to the pages and options that you want to send them to. Hopefully that helps understand site messages, how to use them and why you’d wanna use them.

Then when [00:19:30] we’re done, this is what they look like. Let me say Paul … Site Message, so we don’t lose this one. Yeah, that’s site messaging. That is site messaging. Thank you so much, Paul, for asking that.

Then, let me see. We’ve got one from Paul … [00:20:00] Let me answer this one real quick. Yeah, no problem, Paul. You’re very welcome. Very welcome. All right. Paul says, “I’d like to track which videos my website members have already watched. I’ve created ‘thanks for watching’ pages for each video and a web-hook automation to ID who watched with tags, but it doesn’t work, and AC support can’t figure out why, so I upgraded to [00:20:30] professional to access conversions, tried URL, Tracking Event, and Manual, but can’t get my automation to trigger with any of them and can’t get site messaging to trigger under any conditions … Do I know another way to track if people watched the video or how to get site messaging to work?”

Lucky you, Paul, I just went through how to get site messaging to work. One of the things you may be experiencing, a couple caveats with [00:21:00] site messaging, or a couple things to note and make sure you have under control, under your belt, is first off, you need to … Where is it? Site. Where’s … tracking. You need to have site tracking on in order to use site messaging. If you don’t have site tracking on your website, and you’re trying to use site messaging, the message will not display because site messaging depends on site tracking [00:21:30] to be active on a website. That’s the first thing.

The second thing is you’re not going to be able to track if someone’s watched a video by using a thank you page. It’s not gonna work. I’m thinking, honestly, listening to this issue, it sounds like you don’t have site tracking working accurately because if they did visit the URL, it should’ve shown, and if it’s not, that means site tracking isn’t working. If they [00:22:00] didn’t visit the URL, that’s just because they didn’t go to the URL. I’d imagine when you say, “thanks for watching pages for each video,” at the end of the video you’re telling them to go to a page or something? Because there’s no way from me watching a video to just go to a page afterwards. It’s just not possible. They’d have to do some interacting with the video to say, “I’m done watching,” and it takes them to the thanks you’re watching.

Either way, both of them are [00:22:30] very hard to measure reliably, as you’ve seen, so what I would recommend is that you use third-party software. Here’s one called Fuzed, and what you’ll see is you see that, track your Wistia Video Viewers … and … Is that it? I thought they had YouTube on there. Also, AC Video Tracker, [00:23:00] I believe, is another one … Yeah, this is one of our certified consultants. He’s got one where easy tagging, automations, lists, and custom fields based on the percentage of a video watched without complicated code. I would recommend just using a third-party tool. No need to set up webhooks and do all of [00:23:30] this fancy stuff. That’s just too much. Get a third-party tool like Fuzed App or

Look at this one. This one works in YouTube, YouTube playlists, Wistia, Wistia Playlists, Vimeo, all versions, and the default WordPress player. Now, when they watch it, depending on how long they watch, they can get an appropriate tag. If they’ve watched 100%, [00:24:00] you’d have a tag that says, “Watched 100%,” and that way you’ll have that data on your members for your members. The nice thing is you can use custom fields too. You could store the amount in a custom field and then display that back to the member. You say, “Hey, thanks for watching 75% of the last video. If you wanna continue watching the last 25%, [00:24:30] click here.” You gotta be careful. Don’t get spooky with it. Some of this stuff can be really big brother-ish, but you get what I’m saying.

I would definitely recommend using third-party tools to do that. They do them a lot better, and they will work. You essentially wouldn’t need … You don’t need the professional player for these. You just need at least a pro. I don’t even think you need the pro … or the plus, I should say. [00:25:00] The plus plan. I would use plus for the CRM in sales automation. Yeah. All right. Paul, thanks, thanks, thanks for asking.

All right. We’re at the halfway mark. Do we have any more questions? I’m here for you all. I know it’s the beginning of the week, and … things could be fast or slow. It’s up to you. All right … [00:25:30] Let me see here. Paul’s got one … Let me just go back up here, Paul.

He says, “Are there any plans to create a certified partners program for Spanish speakers?” As of now, I don’t know of any plans, but that’s not to say that it’s not something that’s possible. What I would say is, Paul, if you’re not already … [00:26:00] First off, if you can speak Spanish, is the first thing, and you’re not already certified, I would get certified, and perhaps there’s an opportunity there for you or someone else who speaks Spanish to translate the program into that language.

“For the current one, do I have to travel?” For the current certification program, no, you don’t have to travel. Let me see if I can pull it up … [00:26:30] … These are consultants … Is it certification? Nope, it’s not that one. Partner programs. Consultant, certify consultant. Yeah, here it is. ActiveCampaign. [00:27:00] com/partner/consultant. Great. Great. Yeah, so you are a native Spanish speaker. You just go here and click Apply. Fill this out, and the next person you’ll talk to is Diana, Diana Lau, and she’ll walk you through the entire process, make sure you’ve got all of the … training and information that you need, and this is done remote. This is done remote [00:27:30] right now. Yup. You can do that.

Then, as a certified consultant, now that you’ve gone through the process, we can start talking about ways to translate this ’cause I think that you are spot on, Paul. We just have to be … considerate of those outside of the US … that have other native tongues. Great idea. Thanks for [00:28:00] asking that one.

If you all didn’t know, this is it. You get a badge, you get a certified consultant badge, and … you get a listing. Consultant. Then you get listed here, so when people are looking for, “Hey, I need to find somebody to help me out,” you’ll be listed here as [00:28:30] well. Just in case you didn’t know.

All right, is there another question? Yup, yup. You’re very welcome. Yup, Paul, you’re welcome as well. Elizabeth, you’re good. All right. Paul’s all good. Great. If there’s no other questions, no worries. No worries at all. I just wanna make sure I answered all of them. What we’ll do is [00:29:00] we’ll give you a few minutes of your time this morning, that you can dedicate to your business. We do Office Hours every Tuesday and Friday, Tuesday at 10:00 a.m., Friday at 1:00 p.m., and you can attend as many of these as you like. You can ask as many questions as you like. It’s a service to you all, just to make sure that you’re getting the help that you need to move forward.

With that being said, it looks like everybody’s all good, so that means my job is done. Thank you all for attending. [00:29:30] I look forward to seeing you all on the next Office Hours and hearing your success reports. Success reports, struggles, hurdles, struggles, hurdles that turned into success reports, everything. I wanna know. I wanna hear it so that the collective group can learn from it. With that being said, signing off, and I’ll see you all on the next Office Hours.